Rajeev Pentyala – Technical Blog on Power Platform, Azure and AI

I was exploring ‘Enhanced SLA’ feature in CRM 2015. I created my first basic enhanced SLA with below steps

• Created a new SLA

• Added a new ‘SLA Item’ with no ‘Applicable When’ criteria (i.e., SLA should kick in for all Case’s if no criteria given) and ‘Success Criteria’ as Case Status ‘Resolved’

• Set the Failure Duration as ‘5 minutes’ and Warn Duration as ‘1 Minute’

• Activated the SLA

• Created a new Case.
• But no Timer or ‘SLA KPI’ records logged when I expanded ‘Enhanced SLA Details’ section.

Reason

• There was no ‘Entitlement’ configured
• So what is an Entitlement?  ‘Entitlements’ are correlated to Customers (i.e., Either Account or Contact) in the system and define what kind of support your customers are eligible for.

Note : If you don’t want to configure ‘Entitlement’ make to set SLA as Default which will be applicable for all Customers.

Fix

• Since I am just exploring SLA’s, I did not create an ‘Entitlement’ instead I made my SLA as ‘Default’

• Created a new Case and this time got the OOB Timer and SLA KPI record in sub-grid.

Additional Details

• How to Pause a SLA
  • Using ‘Enhanced SLA’ you can put SLA on ‘HOLD’ by choosing Case ‘Status’ with pre-configured ‘Case Status’ (Refer screen how to configure Status)

  

  • Go to the ‘Case’ and choose Status = ‘On hold’ and Save

  

  • See the Resolve in set to ‘Paused’

🙂